Hi List,
I'm trying to come up with a way for front line support to be able to
figure out exactly what has happened during a ticket's life (custom
form/workflows). I'm pretty sure we can't use any of the log files; we
need forms so it is easy to access. I think most of the data can be
captured by an Audit Form and then displayed in a table field on the
ticket itself. However, Email logs are troubling me. We want to know
exactly when and to whom, and what content was emailed regarding a
ticket. Using AR System Email Messages form (disabling auto-delete)
seems to be the likely candidate for this, however there doesn't seem to
be any linkage between those records and the original Form/Request ID.
I suppose we could include the Instance ID in the Subject or Body and
then link via that, but that seems messy. Does anyone else have any
experience building some sort of log on-form for users to see? I would
rather not create extra set-fields actions for every filter to append
data to a log-field if I can avoid it-- it just seems like a lot of
extra maintenance. If I can just create a "Logging" page field (or
view) with a bunch of table fields to the Audit form and the Email
Messages form (anything else?) I think that would be pretty nice.
Thanks for any help!
Brien Dieterle
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